Effective communication

Effective communication

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      Effective Communication  By Darlene Christiansen, Ed.D, RN, LNHA, HACP  Vice President of Synergy Enhancement  Communication is oneof the five pillars within the Leadership Structure identified by The Joint Commission. Failure to communicate effectively can negatively impact patient safety. How we, as healthcare leaders and staff, communicate with our patients will influence patient outcomes. Does our communication delivery promote open communication paths with our staff and our patients? Communication is more than the spoken word. Gestures, facial expressions, body language, and voice intonations are powerful subtle communications. We often use these communicators as part of our everyday communication. Estimates vary, but experts agree that at least 50 percent of our communication is nonverbal. Since our communication habits have been formed by years of experience, we may be communicating messages that are not only unintended but also unknown to us because they have become a part of our unconscious behavior. Therefore, it is good practice to periodically consider how we communicate, both verbally and nonverbally. It is important to remember that when you communicate you are also receiving communication from others. This process goes on between you and employees and between you and patients or other customers. Understanding the process allows you to better understand what is received and to communicate your message more effectively and accurately. Let’ think about facial expression. This is the most obvious expression to everyone. Smiles communicate warmth, openness, and a willingness to communicate. When we are busy and don’t wish to be interrupted, we usually don’t smile. The message is generally clear to all we meet and that message is “don’t bother me.” Leaders and managers should be especially careful how they present themselves to staff and patients. A smile will build your own self-esteem as well as communicate a positive impression to staff and patients. Often we fail to smile because we think it invites time-consuming conversation when we are busy. It is important to remember that, as servant leaders, meeting our staff and patients’ needs comes before meeting our own needs. Conversation can be terminated politely, and many times, after only a few minutes, we can solve problems and build goodwill. By adopting a more positive nonverbal expression (smiling or concerned look as appropriate to the situation) you are more likely to receive the person’s true message. Effective communication and consistency in verbal and nonverbal communication is particularly important as we work to establish a collaborative, collective, decision-making process with our staff and patients. Research has demonstrated the criticality of effective communication processes in the informed consent process. Remaining open to the speaker does not mean compromising your own views but rather that their views are as important as yours. Effective communication strategies support safe patient care.